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COMPLAINTS HANDLING POLICY

This policy aims to ensure proper, consistent, and diligent handling of complaints. It applies to any individual who is dissatisfied with how their personal information has been managed.

PURPOSE OF THE POLICY

The purpose of the complaints handling policy is to establish a fair and transparent process for managing complaints received by the Carrefour de l’Industrie Bioalimentaire de l’Île de Montréal (CIBÎM). It also seeks to support service quality and provide an opportunity for anyone to express dissatisfaction.

RESPONSIBLE PERSON

The person responsible for implementing the policy is Ms. Nathalie Désilets, Executive Director of the Carrefour de l’Industrie Bioalimentaire de l’Île de Montréal (CIBÎM). She serves as the main contact and ensures staff receive proper training on this matter. The responsible person must also provide employees with all necessary information to ensure compliance with this policy.

The responsible person is mainly tasked with:

  • Ensuring the application of this policy;
  • Confirming receipt of the complaint to the complainant;
  • Investigating the claims presented in the complaint.

COMPLAINT

For the purposes of this policy, a complaint is defined as an expression of at least one of the following:

  • Dissatisfaction with CIBÎM by an individual who feels wronged;
  • Harm suffered due to an event, situation, act, or omission related to a service provided by CIBÎM;
  • A request for corrective action.

Note: Informal efforts to resolve a particular problem, as long as it is addressed within CIBÎM’s regular activities and without a written complaint, are not considered a formal complaint.

SUBMITTING A COMPLAINT

Anyone wishing to submit a complaint must do so in writing to the following address:

Carrefour de l’Industrie Bioalimentaire de l’Île de Montréal
5600, rue Hochelaga, Suite 130, Montréal, QC H1N 1L7

The communication must include:

  • The complainant’s full name
  • Their address
  • Telephone number
  • Email or fax number, if applicable
  • Their status: On their own behalf, as a guardian, or as a legal representative
  • The reasons for the complaint

All complaints are treated confidentially. Anonymous complaints are considered as not received.

Any employee who receives a complaint must forward it immediately to the policy’s responsible person.

If the complaint is verbal, the employee must inform the complainant of this policy and invite them to submit their complaint in writing to CIBÎM.

The responsible person must acknowledge receipt of the complaint within 5 business days. The acknowledgment must include:

  • A description of the complaint, specifying the concern regarding CIBÎM, the alleged harm, or the requested corrective action;
  • The name and contact details of the complaint handler;
  • In the case of an incomplete complaint, a request for additional information, which must be provided within 5 business days, failing which the complaint will be deemed abandoned;
  • A copy of the complaints handling policy.

CREATING A COMPLAINT FILE

To ensure fair and transparent handling, each complaint will be documented in a separate file containing:

  • The written complaint;
  • The outcome of the complaint review process (including analysis and related documents);
  • The final written and reasoned response to the complainant.

PROCESSING A COMPLAINT

The complaint handling process must begin no later than 5 business days after the complaint is received.

Complaints must be handled within a reasonable time frame, ideally within 30 days after receiving all necessary information. If the complaint cannot be processed within this time, the complainant must be informed of the reasons for the delay, the steps taken to date, and the estimated timeline for a final decision.

Once the complaint has been reviewed and analyzed, the responsible person must send the complainant a final, written, and substantiated response.

EFFECTIVE DATE

This policy comes into effect on September 20, 2023.

FOR ANY QUESTIONS OR COMMENTS REGARDING THE COMPLAINTS PROCESS, PLEASE CONTACT:

Nathalie Désilets : info@cibim.org